Refund still not processed from the 25th of august

On the 25th of august I logged a refund request as Rain debited my account unauthorised sent the form to FNB , I’ve been chatting to different consultants from this bank last consultant advised my refund should be processed yesterday dated the 2nd of the current month now all my chats have been deleted from the chat box and I don’t have any trial of all the chats , FNB is becoming a nightmare as this transaction left my account in an overdrawn status and I have no overdraft facility on top of that I was charged R180 for that transaction as I had no funds in my account when rain debited me so now R500 was paid to rain and R180 charged on my account . If I understand correctly that transaction shouldn’t have gone through it was meant to bounce and your charge me for an unpaid item , this has inconvenienced me as FNB is taking all the money deposited in my account for these charges FNB I want my money or I’m closing this account as this is **************** and your consultants are self cantered and lack analytical skills emphathy and professionalism. Customer service is pathetic as they always reroute queries regardless of choosing the right icon on the query box I’m so disappointed I want my money .